Call Center Reporting

[davidb]

Hello Everyone,
Does anyone use Eon Communication's Equeue call flow system in your call center? If so, when reporting and viewing the real-time data on the queue, do you do it through the telnet or web based? For those of you who do use the telnet interface like my company does, when you pull Supervisor reports for analysis (like Gate Traffic, ACD Group Reports) do you manually pull them and copy and paste from the telnet session, or do you use any specific program or programs that your company has written to deal with it? I am trying to figure out if there are any programs out there that you can set parameters to automatically open up a telnet session into the queue real-time stats, pull the reports automatically, then copy the information off the screen and paste it into another program say like MS Excel.

Thanks,

David B.

[gkern]

Yes, we do that. We have a couple ways that we do it, one
being a little to technical to try and explain and the other
using a product supplied by eOn. It's their unformatted
reports option. It will pull their data down and dump that
into csv files, xls files or access mdb files.

Give me a call if you need to talk about it.

Greg Kern
CallTech
512-261-0409

[Tony]

Crystal Reports does such (or so I am told) so that there is no need for extensive # crunching & cut-copy-pasting of data